Returns Policy
You have 14 days from delivery to lodge your return online and ship back your item(s).
- All items must be unworn and in original condition. All tags and hygiene stickers must be attached, and items returned in their original Ochre Lane garment bag. No lint, pet hair or marks from makeup, deodorant or body products.
- Final sale items can't be returned, unless required by consumer law.
- Gifts with purchase must also be returned in original condition for a refund. This doesn't apply to store credit or exchange returns.
You'll need your order number (e.g. #OL0000) and the email used to place the order.
Checkout+ Return coverage & return shipping
With Checkout+. Add Checkout+ at checkout and your return label is covered. Return any eligible item for free, and a prepaid label is provided when you lodge your return.
Opting out of return coverage? You can still return any eligible item. You'll purchase your return label when you lodge your return, priced by your location. Nothing is deducted from your refund or store credit.
We can't accept responsibility for return parcels lost or damaged in transit. Please use the tracked label provided.
Refunds + store credit
REFUNDS
Full price items can be refunded to your original payment method, such as your card, Afterpay, Zip or PayPal. If you paid with a gift card or store credit, it goes back to that card. Please allow 5 to 10 business days once your return is approved.
UNITED STATES
US returns are issued as store credit only. See Customs, duties + taxes for why.
STORE CREDIT
Issued as a digital gift card by email once your return reaches us and is approved. Valid for 3 years on anything at ochrelane.com. If you can't find it, check your junk folder.
Exchanges
Exchanges are only available on orders within Australia.
Exchange for a different size of the same style, subject to stock. Sold-out options show as unavailable in the returns portal. Shipping your new item is free.
Instant exchanges. Choose an instant exchange and your new item ships straight away. We place a temporary hold on your card for the full value of the new item.
- Drop your original item off with the courier within 7 days.
- Once the courier scans your parcel at drop-off, the hold is released.
- If it isn't dropped off within 7 days, your card is charged for the new item.
Faulty items
If you think your item is faulty, email hello@ochrelane.com with a short description and photos. We'll let you know if it needs to be sent back for assessment.
Our pieces are made from premium, delicate fabrics and trims, so please follow the care instructions. Damage from improper care or washing, general wear and tear, snagging, pulling, chlorine or rough surfaces isn't a manufacturing fault.
Our team makes the final assessment. This doesn't affect your rights under the Australian Consumer Law, the NZ Consumer Guarantees Act or your local consumer law.
Customs, duties + taxes
UNITED STATES
We cover import tariffs on every US order, so there are no extra fees on delivery. Tariffs aren't refunded to us when an item is returned, and they're paid again when a new order ships. That's why US returns are issued as store credit only.
INTERNATIONAL
Customs fees, duties and taxes in your country are paid by you and aren't refunded when you return an item. If duties aren't paid and an order comes back to us, we'll refund your original payment method less return costs and any customs charges we paid.
Return processing time
Please allow up to 3 business days for your return to be processed once it reaches us, or up to 7 business days during sale periods.
Having trouble lodging your return?